Summary

The University of Michigan-Dearborn seeks an energetic, innovative, service-oriented and collaborative professional to serve as the Head, Access Services for the Mardigian Library. This position is a member of the senior management team of the library and the ideal candidate will bring substantial academic library knowledge and customer service experience to the position.

Reporting into the Associate Director, this position oversees all management and administrative responsibilities for the Access Services department, including the day-to-day operations of the library (circulation, reserves, interlibrary loan, stacks management, Library Info Desk, building management, building operations and hours, in-house events). The Head, Access Services directs departmental initiatives and ensures that access services activities align with the Mardigian Library and UM-Dearborn's strategic vision while meeting internal and external customer services needs. This position directly supervises the staff in the Access Services department which include the Access Services Associates and the Student Assistants. The Head, Access Services will work collaboratively with the Library Research Center (Research and Instructional services), the Library Technical Systems department (Library IT and Technical Services), and the Arts Department (The Stamelos Gallery, Curator, Registrar). Working with the Associate Director, the Head, Access Services will coordinate the operation of the single service Library Info Desk at the Mardigian Library, including student hiring and training to provide first tier research assistance, live chat, and circulation services to students, faculty, staff, and visitors. The successful candidate will also coordinate in-building services including opening and closing of the building, shelving and stacks management, as well as library-partnered events. 

The successful individual will provide strong leadership for the Access Services department as well as the Mardigian Library by demonstrating strong interpersonal communication, critical thinking, analytical, decision making, problem solving and conflict resolution skills.

The Mardigian Library currently operates the entire calendar year, six days a week, and all staff in the library must have the flexibility to help staff the library building as needed.

Responsibilities*

Management (40%)

• Supervise, manage and evaluate the staff of the Access Services department to accomplish goals and objectives that align with the organization's strategic initiatives

• Manage staffing of the Library Info Desk

• Provide training to students working at the Library Info Desk to support excellent customer service

• Manage student assistant project work

• Manage the work associated for circulating materials including reserve materials and Interlibrary Loan

• Manage stack and shelving maintenance including return of materials to appropriate locations, shelf reading and materials shifting

• Manage the department budget 

• Collaborate with Library Research Center, Library Technical Systems, Arts Department, Library Administration

• Serve on the library's leadership team to provide strategic direction and priorities for the Mardigian Library

• Respond to inquiries about library policies, procedures and services

Operations (35%)

• Ensures the proper opening and closing of the library building

• Compile Access Services departmental statistics

• Provide support for events held in library spaces such as monitoring set up/break down and liaising with event contact

• Oversee building equipment (chairs, tables, etc) maintenance including resetting of spaces with designated furniture and proper return of equipment by patrons.

• Is the library liaison for building maintenance and issues with the campus Facilities department

• Assist with space planning for the library building and spaces

• Manages library policies in cooperation with the library's leadership team including developing, updating and withdrawing policies

• Assist with special projects and other duties as assigned

Customer Service (25%)

• Fosters an environment of responsive, welcoming services and spaces including agile responsiveness to unexpected situations

• Fosters a respectful and productive work environment

• Fosters a culture of diversity, equity, and inclusion as essential core values to achieving our mission to enrich the quality of life in an inclusive work environment through competency training, reassurance of personal growth, restorative communication practices, and embracing the diverse identities of patrons within the University of Michigan-Dearborn community.

• Provides excellent customer service to all faculty, students, staff, and guests

• Must be flexible and willing to assist with staffing service points as needed

Required Qualifications*

• Bachelor’s degree in an appropriate area of specialization plus 4 years of relevant professional experience

• Knowledge of standard office equipment and multi-line phone system

• Proficient with cloud productivity and collaboration tools (Google Mail, Drive, Calendar)  and comfort using computers and technology 

• Ability to work independently with minimal supervision and as part of a team

• Strong problem solving and decision making skills based on sound reasoning and appropriate to library policies and procedures. 

• Experience working in a diverse and inclusive environment 

• Ability to communicate effectively with faculty, staff, students, and the public

• Good interpersonal skills, strong customer service skills, and good decision making skills 

• Flexibility to meet the needs of changing priorities, needs, and environments in academic libraries

• Cash handling experience 

• Ability to work a flexible schedule

• Ability to lift and maneuver up to 40 pounds. 

Desired Qualifications*

• 5 years of experience working in a library

• Experience managing or leading projects that serve a diverse and inclusive community

• 5 years of progressively responsible customer service experience (preferably in a library setting).

• 3 years management experience. Significant personnel and operational management experience desired.

• Demonstrated evidence of excellent written and verbal communication skills.

• Demonstrated intercultural competence with diverse groups in professional performance and/or service

• Public or Academic Library experience

• Willingness, availability and flexibility to work a combination of daytime, evening, night, weekend and overnight hours.

• Application of initiative and resourcefulness to help define and assess Access Services policy, procedures, and privileges offered, and to implement service improvements.

• Ability to work independently and diplomatically with patrons and library staff.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.